Agency Schedule Detail

Authorization Number : 11001731

Agency Series No. : TICK-01

Status : Active

Agency Web Link :

Agency : DAS

Confidential Description : Includes CPI/PII or proprietary data in attachments; restrict per policy.

Division : DAS0800

Vital Description :

Section : DAS0800802

Record Title : Help Ticket System - CSM Customer Interaction Records

Revision : 3

Record Description : Records documenting customer support interactions managed through the ticketing system Service Management (CSM) module, including cases, interactions, emails, notes, surveys, and attachments, used to document communications, resolve issues, and evaluate service delivery.

Retention Period	Retention Justification	Media Code	Method of Disposal
Maintain in system of record for 3 years after the last customer interaction, then move to archive status for 1 year, then destroy.		Electronic	Delete

Approvals

Status	Name	Title	Date
Approved	David Day	Records Coordinator	4/7/2026 1:18:12 PM
Approved	Denise DePalma	Records Officer	4/9/2026 12:03:08 PM
Approved	Terri Dittmar	Record Administrator	4/10/2026 7:26:48 AM
Approved	Martin Meeks	State Auditor	4/13/2026 8:56:40 AM
Approved	Fred Previts	State Archivist	4/20/2026 9:37:05 AM

Notes

Date	Reason	User